| 期刊論文1. | Pillay, A.、Wang, J.(2003)。Modified failure mode and effects analysis using approximate reasoning。Reliability Engineering and System Safety,79(1),69-85。 | 2. | 林士彥(20050300)。休閒旅遊服務之產品層次探討--以渡假民宿為例。顧客滿意學刊,1(1),145-168。 延伸查詢 | 3. | Lee, Y. H.、Chen, T. L.(2006)。A Kano Two-Dimensional Quality Model in Taiwan's Hot Spring Hotels Service Quality Evaluations。Journal of American Academy of Business,8(2),301-320。 | 4. | 蘇朝墩(2004)。專訪日本品質大師--狩野紀昭博士。品質管制月刊,40(5),14-16。 延伸查詢 | 5. | Shen, X. X.、Tan, K. C.、Xie, M.(2000)。An integrated approach to innovative product development using Kano's model and QFD。European Journal of Innovation Management,3(2),91-99。 | 6. | 蘇朝墩(20040500)。專訪日本品質大師--狩野紀昭博士。品質月刊,40(5),20-24。 延伸查詢 | 7. | Tsoukatos, E.、Rand, G. K.(2006)。Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance。Managing Service Quality: An International Journal,16(5),501-519。 | 8. | Shahin, A.(2004)。Integration of FMEA and the Kano model: An exploratory examination。International Journal of Quality & Reliability Management,21(7),731-746。 | 9. | Tan, K. C.、Shen, X. X.(2000)。Integrating Kano's model in the planning matrix of quality function deployment。Total Quality Management,11(8),1141-1151。 | 10. | Wasserman, G. S.(1993)。On How to Prioritize Design Requirements During The QFD Planning Process。IIE Transactions,25(3),59-65。 | 11. | Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。 | 12. | 湯玲郎、鄭博仁(20010300)。以KANO的二維品質模式探討如何評估及改善醫療機構的服務品質。工業工程學刊,18(2),71-81。 延伸查詢 | 13. | Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。Service Industries Journal,27(2),91-104。 | 14. | 張旭華、呂鑌洧(20071200)。整合二維品質模式與品質機能展開應用於高等技職教育服務之實證研究。品質學報,14(4),405-421。 延伸查詢 | 15. | Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。 | 16. | Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。 | 17. | Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。 | 18. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。 | 19. | 王居卿、林招凰(2006)。「現有顧客對人身保險再購意願之研究-以 Y 人壽保險公司之保戶為個案」。壽險季刊,第一四一期,6-24 頁。 延伸查詢 | 20. | 中再研究小組(2006)。「藍海策略、競爭優勢與今日保險經營」。風險與保險雜誌,第九期,47-79 頁。 延伸查詢 | 21. | 劉明盛(2006)。「以 KANO 二維品質模式觀點探究某科技大學企管教育品質-以遠東科大為例」。商業職業教育,第一0三期,46-54 頁。 延伸查詢 | 22. | 謝坤民(1997)。「人壽保險業服務品質管理之探討」。壽險季刊,第一0六期,47-57 頁。 延伸查詢 | 23. | Durvasula, S., Lysonski, S., Mehta, S. C., and Tang, B. P.,(2004)。“Forging Relationships with Services: The Antecedents that Have an Impact on Behavioural Outcomes in the Life Insurance Industry,”。Journal of Financial Services Marketing,vol. 8,no. 4,pp. 314-326。 | 24. | Etherington, L.,(2002)。“Viewpoint: Prudential’s Customer Service Strategy Delivers Personalized Service for Customers,”。Measuring Business Excellence,vol. 6,no. 4,pp. 70-72。 | 25. | Fliess, S. and Becker, U.,(2006)。“Supplier Integration-Controlling of Co-development Processes,”。Industrial Marketing Management,vol. 35,no. 1,pp. 28-44。 | 26. | Franceschini, F. and Galetto, M.,(2001)。“A New Approach for Evaluation of Risk Priorities of Failure Modes in FMEA,”。International Journal of Production Research,vol. 39,no. 13,pp. 2991-3002。 | 27. | Gayathri, H., Vinaya, M. C. and Lakshmisha, K.,(2005)。“A Pilot Study on the Service Quality of Insurance Companies,”。Journal of Service Research,vol. 5,no. 2,pp. 123-138。 | 28. | Ginn, D. M., Jones, D. V., Rahnejat, H., and Zairi, M.,(1998)。“The QFD/FMEA Interface,”。European Journal of Innovation Management,vol. 1,no. 1,pp. 7-20。 | 29. | Johnson K.(2002)。“It’s Fun to Work with an FMEA。Quality Progress,vol. 35,no. 1,152。 | 30. | Lee W. I., Chang, T. H., and Chao, P. J.,(2007)。“The Relationship between Quality of Healthcare Service and Customer Satisfaction -- An Example of Hospitals in Taiwan,”。Journal of the Chinese Institute of Industrial Engineering,vol. 24,no. 1,81-95。 | 31. | Limbrick, D.,(1993)。“A Trivial Pursuit?”。Management Service Quality,vol. 3,no. 3,pp. 39-42。 | 32. | Pouliot, F.,(1993)。“Theroetical Parallels be tween Kano’s and Herzberg’s Theories,”。Center for Quality of Management Journal,vol. 2,no. 4,pp. 28-36。 | 33. | Sanker, N. R. and Prabhu, B. S.,(2001)。“Modiified Approach for Prioritization of Failures in a System Failure Mode and Effects Analysis,”。International Journal of Quality & Reliability Management,vol. 18,no. 3,pp. 324-335。 | 34. | Xu K., Tang, L. C., Xie, M., Ho, S. L., and Zhu, M. L.,(2002)。“Fuzzy Assessment of FMEA for Engine Systems,”。Reliability Engineering and System Safety,vol. 75,no. 1,pp. 17-29。 | 35. | 王居卿、林招凰(2006)。現有顧客對人身保險再購意願之研究--以Y人壽保險公司之保戶為個案。壽險季刊,141,6-24。 延伸查詢 | 36. | 中再研究小組(2006)。藍海策略、競爭優勢與今日保險經營。風險與保險雜誌,9,47-79。 延伸查詢 | 37. | 劉明盛(2006)。以KANO二維品質模式觀點探究某科技大學企業教育品質--以遠東科大為例。商業職業教育,46-54。 延伸查詢 | 38. | 謝坤民(2007)。人壽保險業服務品質管理之探討。壽險季刊,106,47-157。 延伸查詢 | 39. | Ginn, D. M.、Jones, D. V.、Rahejat, H.、Zairi, M.(1998)。The QFD/FMEA Interface。European Journal of Innovation Management,1(1),7-20。 | 40. | Fliess, S.、Becker, U.(2006)。Supplier Integration-Controlling of Co-development Processes。Industrial Marketing Management,35(1),28-44。 | 41. | Lee W. I.、Chang, T. H.、Chao, P. J.(2007)。The Relationship between Quality of Healthcare Service and Customer Satisfaction--An Example of Hospitals in Taiwan。Journal of the Chinese Institute of Industrial Engineering,24(1),81-95。 | 42. | Pouliot, F.(1993)。Theroetical Parallels between Kano's and Herzberg's Theories。Center for Quality of Management Journal,2(4),28-36。 | 43. | Sanker, K. R.、Prabhu, S. S.(2001)。Modified Approach for Prioritization of Failures in a System Failure Mode and Effects Analysis。International Journal of Quality & Reliability Management,18(3),324-335。 | 44. | Franceschini, F.、Galetto, M.(2001)。A New Approach for Evaluation of Risk Priorities of Failure Modes in FMEA。International Journal of Production Research,39(13),2991-3002。 | 45. | Gayathri, H.、Vinaya, M. C.、Lakshmisha, K.(2005)。A Pilot Study on Service Quality of Insurance Companies。Journal of Service Research,5(2),123-138。 | 46. | Xu K.、Tang, L. C.、Xie, M.、Ho, S. L.、Zhu, M. L.(2002)。Fuzzy Assessment of FMEA for Engkine Systems。Reliability Engineering and System Safety,75(1),17-29。 | 47. | Durvasula, S.、Lysonski, Steven、Mehta, Subhash C.、Tang, Buck P.(2004)。Forging Relationships with Services--The Antecedents that Have an Impact on Behavioural Outcomes in the Life Insurance Industry。Journal of Financial Services Marketing,8(4),314-326。 | 48. | Etherington, L.(2002)。Viewpoint: Prudential's Customer Service Strategy Delivers Personalized Service for Customers。Suring Business Excellence,6(4),70-72。 | 49. | Limbrick, D.(1993)。A Trivial Pursuit?。Management Service Quality,3(3),39-42。 | 50. | Johnson, K.(2002)。It's Fun to Work with an FMEA。Quality Progress,35(1),152。 | 圖書1. | Fitzsimmons, J. A.、Fitzsimmons, M. J.、許淑寬、陳慧姮(2003)。服務管理。台北:高立。 延伸查詢 | 2. | Lovelock, Christopher、Wirtz, Jochen、周逸衡、凌儀玲(2005)。服務業行銷。台北:華泰文化事業股份有限公司。 延伸查詢 | 3. | 楊錦洲(2002)。服務業品質管理。台北:中華民國品質管制學會。 延伸查詢 | 4. | Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。 | 5. | 李友錚、賀力行(2004)。品質管理。台北。 延伸查詢 | 6. | 周逸衡、凌儀玲、Lovelock C. and Wirtz J.(2005)。服務業行銷。台北:。 延伸查詢 | 7. | 許淑寬、陳慧媛、Fitzsimmons, J. A. and Fitzsimmons, M. J.(92)。服務管理。台北。 延伸查詢 | 8. | 李友錚、賀力行(2004)。品質管理。臺北。 延伸查詢 | |
| |